Director, General Management – Operations
BNY
Salary
💰 CA$162,000 - CA$219,100 per year
Job Level
Lead
About the role
- Lead the day-to-day management of fraud risk, credit risk, and collections teams
- Manage and mentor teams of fraud, credit risk, and collections professionals; set performance expectations and build team capabilities
- Own execution of operations including fraud detection, credit reviews, chargebacks, dispute resolution, and collections
- Own rule engines and risk models, ensuring operational efficiency
- Ensure timely and accurate handling of financial risk scenarios with strong attention to customer experience
- Define performance benchmarks and ensure teams meet or exceed them
- Create and continuously improve policies, procedures, and workflows governing risk operations
- Ensure documentation, training, and operational practices align with industry standards and internal objectives
- Contribute to defining and evolving risk appetite and frameworks to measure alignment with thresholds
- Establish and refine metrics, dashboards, and KPIs to monitor effectiveness, quality, and efficiency
- Standardize routines and improve processes to drive predictable, scalable execution
- Develop and execute strategies to leverage machine learning and AI to automate processes and reduce manual workload
- Partner with engineering, risk analytics, security, customer success, and product to integrate risk controls and prepare for launches
- Deliver clear reporting and operational updates to leadership; support risk governance processes
- Stay current on emerging fraud and credit trends, regulatory changes, and fintech operational best practices
Requirements
- Leadership experience in payments, fintech, or financial risk operations, including managing high-performing teams
- Expert in fintech risk with deep experience in fraud prevention, credit policy, collections processes, and dispute handling
- Deep expertise in the merchant acquiring space
- Strong operator who excels at building and executing efficient, repeatable processes
- Policy architect with a proven track record of designing, implementing, and scaling risk operations policies and SOPs
- Collaborative partner who builds strong cross-functional relationships
- Clear communicator who can distill complex operations into simple, actionable insights
- Mission-aligned leader who thrives in a fast-paced, purpose-driven environment
- Analytical, data-driven leader with demonstrable experience in risk management
- Strong quantitative background with related education
- Experience with tools and systems like Stripe Radar, Sardine, Unit21, LexisNexis, Plaid or similar
